August 14, 2009
CallCopy Intros Speech Analytics Solution for Call Centers of All Sizes
By Shamila Janakiraman, TMCnet Contributor
CallCopy, a provider of innovative call recording and contact center solutions reportedly announced the availability of its new speech analytics solution. The phonetics-based solution allows contact centers of all sizes to employ speech analytics and enhance their services.
Customer interactions have to be optimized to leverage the large business value potential it has. Speech analytics helps call centers extract information from contact recordings and use it to generate business intelligence. Using speech analytics, companies can identify sales opportunities, detect customer satisfaction issues, reduce corporate risk and ensure regulatory compliance for improving operational efficiencies across the organization.
“While the benefits of speech analytics solutions are clear, the market to this point has seen relatively low adoption rates,” said Ray Bohac, CEO for CallCopy (News - Alert), in a statement. “Several factors have contributed to this, including high implementation costs, overly complex solutions that require dedicated analysts and added professional services costs, and a relatively low return on investment.”
The company explained that the new release was specially designed so that speech analytics can be made available to contact centers of all sizes and not just large enterprises. The streamlined solution is fully integrated with CallCopy’s cc: Discover, including its call recording, quality management and desktop screen capture modules. The solution also eliminates complex setup processes.
CallCopy’s speech analytics solution includes a practical feature set including keyword/phrase spotting which has a phonetics-based engine which mines up to 100 percent of call recordings identifying words and phrases which are business critical. Calls which have such words or phrases are flagged for immediate follow-up.
The confidence scoring feature ensures accuracy and reduces false positives by assigning probability scores to results and if scores are below a user-defined threshold they are automatically filtered out. Stress detection feature identifies agent or customer emotional variances for further analysis.
The company added that the silence detection feature detects abnormal pauses and holds which indicate workflow issues that need to be resolved. The phonetics-based engine delivers accurate near-real-time results which are compatible with non-standard words like jargon, slang and foreign words in native tongue.
Bohac also said that the speech analytics solution will gain mainstream adoption through its ease-of-use and ability to quickly deliver business value. This was made possible by a combination of a powerful phonetics-based engine and an intuitive front-end that is fully integrated with the rest of the product suite.
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Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.
Edited by Jessica Kostek
